Inspection on 05/02/08 for Oliver Court

This inspection was carried out on 5th February 2008.

CSCI found this care home to be providing an Excellent service.

The inspector made no statutory requirements on the home as a result of this inspection and there were no outstanding actions from the previous inspection report.

Other inspections for this house

Oliver Court 14/02/07

Oliver Court 27/02/06

Extracts from inspection reports are licensed from CQC, this page was updated on 09/07/2008.

CARE HOME ADULTS 18-65 Oliver Court Bath Hill Terrace Great Yarmouth Norfolk NR30 2LF Lead Inspector Maggie Prettyman Unannounced Inspection 5th February 2008 09:30 Oliver Court DS0000065549.V358999.R01.S.doc Version 5.2 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Oliver Court DS0000065549.V358999.R01.S.doc Version 5.2 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Adults 18-65. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. Oliver Court DS0000065549.V358999.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Oliver Court Address Bath Hill Terrace Great Yarmouth Norfolk NR30 2LF 01493 332552 01493 334380 john.matheron@ntlworld.com Telephone number Fax number Email address Provider Web address Name of registered provider(s)/company (if applicable) Name of registered manager (if applicable) Type of registration No. of places registered (if applicable) Mrs Jane Allison Matheron Mr John Edward Matheron Mr Roger Laurence Beevis Care Home 11 Category(ies) of Mental disorder, excluding learning disability or registration, with number dementia (11) of places Oliver Court DS0000065549.V358999.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. In the absence of the manager, a senior member of staff must be on duty during the waking day (between the hours of 8am and 10 pm) 7 days per week. The registered numbers will be increased to 11 allowing one of the flats to be used by a co-habiting couple. 14th February 2007 Date of last inspection Brief Description of the Service: Oliver Court opened in October 2005 and is situated adjacent to the owners other care home, Appleton Lodge. Oliver Court is a three-storey building comprising of 10 flats situated near to the centre of Great Yarmouth. Oliver Court provides care and accommodation for up to 11 people aged between 18 and 65 who have mental health support needs. The home provides residents with individual flats, which include a small kitchen with washing machine, fridge, freezer and cooker. The flats also have their own bathroom, separate bedroom and living room. Two flats are situated on the ground floor; the others are on the first and second floors. The weekly range of fees is £450 - £1,200. Oliver Court DS0000065549.V358999.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is 3 stars. This means the people who use this service experience excellent quality outcomes. Care services are judged against outcome groups, which assess how well a provider delivers outcomes for people using the service. The key inspection of this service has been carried out by using information from previous inspections, information from the provider, some residents and their relatives as well as other who work in or visit the home. This has included a recent unannounced visit to the home. This report gives a brief overview of the service and current judgements for each outcome group. The inspection took place over the course of seven hours. Prior to the inspection a comprehensive Annual Quality assurance Audit document was completed by the home’s staff team and submitted to the Commission. In addition to this records of the Commissions contact with the home over the past year were reviewed. During the inspection a variety of records and documents were inspected. Individual care plans were reviewed with the permission of the person that they relate to. The communal areas of the building were inspected and the system of storage and medication management viewed. People living at the home were interviewed informally and three people invited the inspector to visit their private flats and discuss their lives in more detail. What the service does well: Oliver Court is an excellent resource that excels at its stated objectives of providing a supported and sensitive service to people who have mental health issues. Its standards of excellence can be summarised as follows; • People only come to live at the home after an in depth and participative assessment which includes trial visits and consultation with people who already live there. The results of this process are detailed in a specific “Placement Quote” which informs people of their rights to service. A comprehensive Service User Plan is in place for everyone at the home. People are fully involved in the creation and development of their plans, and participate in decision making, the way the home is run and in their individual risk taking strategies. • Oliver Court DS0000065549.V358999.R01.S.doc Version 5.2 Page 6 • The lifestyle of the home is flexible, and each person is able to live their life as they choose, accessing community resources and facilities as they wish. The home is part of the local community, and people are free to express their individuality and to develop lasting relationships. Peoples healthcare needs are fully addressed and are given the personal support that they need with sensitivity and dignity. Resident’s views about the home are listened to, and complaints carefully responded to. A well trained staff team protects people from abuse and harm The home is purpose built and carefully maintained. Staff at the home are thoroughly vetted before they start working there. Significant investment is made in training and development and the staff team all have NVQ level 3 or above The home is run efficiently in an open and inclusive manner. The managers and proprietors have the same aim of providing a quality service. The home is good at self-auditing and operates safe working practices. • • • • • A comment from one resident sums up the home. “ I have had experience in all aspects of the care system. This is the first home that has ever really listened to what I need and made the effort to make sure I live my life as I want. All the staff are really nice and helpful. They respect me as an individual and do all they can to help me achieve my ambitions myself. I give them 10 out of 10.” What has improved since the last inspection? At the last inspection there were issues relating to staff recruitment and training, and it was felt that recording could be improved. The home has addressed all these issues robustly, and as a consequence has significantly improved its overall rating. Examples of further specific improvements made are; • • • • Placement Quotes now specify the individual service that people receive Individual records are more clearly kept Great effort has been made to collate a resource library about local facilities `and housing options The relationship with the GP Surgery has improved DS0000065549.V358999.R01.S.doc Version 5.2 Page 7 Oliver Court • • • • • • The system of medication has been improved A record of informal complaints and action has been maintained Significant investment in advanced external training resources has been made The Garden area has been greatly improved and is now fully utilised Staff are carefully vetted and checked Staff training is up to date What they could do better: Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. Oliver Court DS0000065549.V358999.R01.S.doc Version 5.2 Page 8 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–5) Individual Needs and Choices (Standards 6-10) Lifestyle (Standards 11-17) Personal and Healthcare Support (Standards 18-21) Concerns, Complaints and Protection (Standards 22-23) Environment (Standards 24-30) Staffing (Standards 31-36) Conduct and Management of the Home (Standards 37 – 43) Scoring of Outcomes Statutory Requirements Identified During the Inspection Oliver Court DS0000065549.V358999.R01.S.doc Version 5.2 Page 9 Choice of Home The intended outcomes for Standards 1 – 5 are: 1. 2. 3. 4. 5. Prospective service users have the information they need to make an informed choice about where to live. Prospective users’ individual aspirations and needs are assessed. Prospective service users know that the home that they will choose will meet their needs and aspirations. Prospective service users have an opportunity to visit and to “test drive” the home. Each service user has an individual written contract or statement of terms and conditions with the home. The Commission consider Standard 2 the key standard to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 1, 2 and 5 People who use the service experience excellent quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. People looking at using the service have the information they need to make an informed choice about living there. A detailed needs led assessment is used to provide a detailed contract, which specifies not only the accommodation offered, but also details of specific services to be provided. EVIDENCE: Inspection of the Service User Guide and Statement of Purpose, as well as discussion with people living at Oliver Court demonstrated that information meeting the requirements of the standards is currently given to people as part of their introduction to the home. A domain name has recently been purchased and the proprietors and staff are in the process of commissioning a website to further facilitate peoples access to this information. Four people living at the home agreed that their files could be examined. They were all people who have come to live at the home in the past year. Each person’s file contained extremely detailed and carefully recorded information about the person, their history, their needs and their aspirations. This detailed Oliver Court DS0000065549.V358999.R01.S.doc Version 5.2 Page 10 assessment process leads to the production of a “Placement Quote” which provides both the purchaser and the person involved detailed information about what levels of support the home will be offering to them when they come to live there. Records and discussion with residents demonstrated that this is a fully negotiated process with each person and their representatives. Discussion with staff and residents demonstrated that the admissions process is carefully planned, with individual needs being addressed at all times. This process may take many months or be of a short duration as appropriate to each persons needs. It always involves visits and trial stays before each side commits to a long-term placement. The needs of the existing residents are also carefully considered. Examination of people’s individual files demonstrated that the existing contracts have been greatly improved since the last inspection with the introduction of the placement quote as described above. Oliver Court DS0000065549.V358999.R01.S.doc Version 5.2 Page 11 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate in, all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept. The Commission considers Standards 6, 7 and 9 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 6, 7, 8, 9 and 10 People who use the service experience excellent quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. Individuals are always involved in decisions about their lives and play an active role in planning the care and support they receive. EVIDENCE: People’s individual care plans are detailed and active working documents used by people living at the home and the staff team to plan and develop their lives and life skills. Key workers are clearly allocated, and people said that they have great trust and confidence in the staff working in partnership with them to maximise their individual achievements. Lifestyle risk assessments form an important part of these plans, supporting people to achieve their goals in a safe and supported way. Oliver Court DS0000065549.V358999.R01.S.doc Version 5.2 Page 12 These plans have improved since the last inspection with health notes being separated form daily records. People living at the home said that they feel fully in control of their lives and the decisions that they make. They spoke about how staff offer them help and support, but that this is always with their express permission, and is sensitive and non intrusive. People living at Oliver Court feel that they are fully involved in its practice and development. Policies and procedures are reviewed annually with their involvement. Regular residents’ forums allow a full and frank discussion of any problems or issues. Residents are involved in interviewing new staff. A detailed quality survey is undertaken annually by an independent person, during which each resident is asked his or her opinion about how the home is run. This survey is incorporated into the annual planning of the home. As stated before, comprehensive, individually negotiated risk assessments were found to be in place for each person who comes to live at Oliver Court. Oliver Court DS0000065549.V358999.R01.S.doc Version 5.2 Page 13 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 12, 13, 14, 15, 16 and 17. People who use the service experience excellent quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. People who use the service are able to make choices about their lifestyle. People are supported to participate in a range of activities which suit their individual needs, choices and aspirations. EVIDENCE: The home has worked hard since the last inspection to improve people’s access to local educational and occupational resources. Evidence from people’s files, discussion with people living at the home and observation of the home during the inspection demonstrated that each person has an individually planned life and lifestyle, which includes access to meaningful occupation. Oliver Court DS0000065549.V358999.R01.S.doc Version 5.2 Page 14 People living at Oliver Court talked enthusiastically about their access to local services, shops and leisure activities. They also described being accepted in the local community and feeling safe in the surrounding area. Each person is helped to gain full benefit from public services and transport. People who live at the home are registered to vote. Each person’s file demonstrated an individual approach to building a range of social and leisure activities. Discussion with people living at Oliver Court demonstrated that people are supported to follow individual hobbies and interests. An activities worker is in post, but all staff participate in supporting people to do the things they want to do. Examples include voluntary work, keep fit, swimming and adult education. A visiting professional described how the “In House” takeaway and film nights had supported people to build the confidence to go out to local pubs and social activities. People living at the home described how they are supported to maintain and develop their individual, personal and family relationships. They said that visitors are welcomed at all times. Staff working at the home have helped to re establish and support relationships with peoples families and children. People living at Oliver Court have their own flats with lockable front doors and strict codes of practice for staff respecting individual privacy. Residents said that their personal space is always respected and that staff interact with people living at the home in a direct and supportive way. People keep their own pets, and each flat is individually decorated and filled with people’s own possessions. Each person interviewed described being aware of his or her rights and responsibilities when living at Oliver Court. People are supported to cook for themselves in their own flats. Staff described encouraging each person to take responsibility for healthy eating. People interviewed confirmed that they are helped to make healthy eating choices. Some people have made particular progress in this area and have achieved significant weight loss and health benefits. Oliver Court DS0000065549.V358999.R01.S.doc Version 5.2 Page 15 Personal and Healthcare Support The intended outcomes for Standards 18 - 21 are: 18. 19. 20. 21. Service users receive personal support in the way they prefer and require. Service users’ physical and emotional health needs are met. Service users retain, administer and control their own medication where appropriate, and are protected by the home’s policies and procedures for dealing with medicines. The ageing, illness and death of a service user are handled with respect and as the individual would wish. The Commission considers Standards 18, 19, and 20 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 16, 19 and 20 People who use the service experience excellent quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. The health and personal care support that people receive is based on their individual needs. The service is delivered with respect, privacy and dignity at all times. EVIDENCE: People live independently in their own flats. They get up, go to bed and live their days as they wish. Inspection of files and discussion with residents demonstrated that they are always supported with dignity and respect if they need help in this area. People express individuality by way of their appearance, and are simply offered non-intrusive guidance and support if appropriate. Evidence from discussion with staff and residents, as well as from people’s files demonstrated that people’s healthcare needs are fully supported. A comprehensive needs assessment of people’s individual physical and mental healthcare needs was found in all files. Evidence of regular access to support in Oliver Court DS0000065549.V358999.R01.S.doc Version 5.2 Page 16 all respects of healthcare was seen. The home has now separated its healthcare notes in files and this has improved access and review of this information. Evidence of the home working to improve relationships with external health care services was seen. The home has improved its Monitored Dose System of medication for people who are self medicating since the last inspection. Everyone who is self medicating undergoes a detailed risk assessment process which includes individual undertakings about their responsibility for this process. Medication held on behalf of people is safely stored. Medication records were checked and included both administered and self-medication systems. Evidence of staff training in the administration of medicine was seen in people’s files. Direct evidence of the review of self-medication leading to reverting to an administered process for safety reasons was seen on MDS sheets. Evidence of audit was in place. Oliver Court DS0000065549.V358999.R01.S.doc Version 5.2 Page 17 Concerns, Complaints and Protection The intended outcomes for Standards 22 – 23 are: 22. 23. Service users feel their views are listened to and acted on. Service users are protected from abuse, neglect and self-harm. The Commission considers Standards 22, and 23 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 22 and 23 People who use the service experience excellent quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. People who use the service are able to express their concerns and have access to a robust complaints procedure. They are protected from abuse by a caring and trained team of staff. EVIDENCE: The home has received no formal complaints since the last inspection. However they have introduced a system of recording and acting upon informal complaints. Records of residents’ meetings demonstrated that action is taken in response to daily “niggles”. Discussions with residents demonstrated that people feel that their views are respected and appropriate action is always taken to resolve problems. The home demonstrated particular sensitivity in dealing with issues that may arise between individuals who live there. The home has improved its staff training in adult protection dramatically since the last inspection. Not only are standard training courses attended, but an advanced and detailed training package that relates specifically to supporting people with mental health needs has been purchased and is in progress. The home is to be commended for this progressive and proactive approach to the protection and support of its residents. Oliver Court DS0000065549.V358999.R01.S.doc Version 5.2 Page 18 Environment The intended outcomes for Standards 24 – 30 are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users’ bedrooms suit their needs and lifestyles. Service users’ bedrooms promote their independence. Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Shared spaces complement and supplement service users’ individual rooms. Service users have the specialist equipment they require to maximise their independence. The home is clean and hygienic. The Commission considers Standards 24, and 30 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 24 and 30 People who use the service experience excellent quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. The physical design and layout of the home enables people who use the service to live in a safe, well-maintained and comfortable environment, which encourages independence. EVIDENCE: Oliver Court is a purpose built home, which offers individual flats to enable people to live independently with as much or as little support as they need. The building is unobtrusive and blends in to the local building landscape. A tour of the communal areas demonstrated that they are kept clean and a programme of maintenance helps keep its “New build” appearance. Fire regulations are complied with, with particular effort being made by the management of the home to ensure safety. Oliver Court DS0000065549.V358999.R01.S.doc Version 5.2 Page 19 The small garden has been substantially improved to form a patio and barbeque area. Residents commented how this facility has significantly improved the home, with barbeques being a regular feature last summer. A new computer system has increased people’s access to the web based community. All communal areas were found to be spotlessly clean and tidy to a relaxed and homely standard. People are supported to keep their own flats to a standard that meets their individual needs. Evidence that people are effectively supported, and that they make their own decisions about how they keep their living spaces was seen. People’s pets were contented and clearly extremely well loved and cared for. Oliver Court DS0000065549.V358999.R01.S.doc Version 5.2 Page 20 Staffing The intended outcomes for Standards 31 – 36 are: 31. 32. 33. 34. 35. 36. Service users benefit from clarity of staff roles and responsibilities. Service users are supported by competent and qualified staff. Service users are supported by an effective staff team. Service users are supported and protected by the home’s recruitment policy and practices. Service users’ individual and joint needs are met by appropriately trained staff. Service users benefit from well supported and supervised staff. The Commission considers Standards 32, 34 and 35 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 32, 34, and 35. People who use the service experience excellent quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. Staff in the home are trained, skilled and in sufficient numbers to support the people who use the service. EVIDENCE: Observation of staff at work and inspection of staff files and training records demonstrated that people working vat the home have the qualities and qualifications necessary to effectively support the people that live there. All staff have a minimum of NVQ3. The deputy manager is in the process of achieving his registered manager award. Specialist advance training in understanding self-harm and mental capacity act training has been undertaken. Each member of staff observed had a clear understanding of people’s individual needs and worked in a sensitive and caring manner. The home has significantly improved its standards of recruitment and selection since the last inspection. The practice of the home now exceeds the care Oliver Court DS0000065549.V358999.R01.S.doc Version 5.2 Page 21 standards. Great effort has been made not only to improve standards of referencing and interviews, but also in the organisation and management of staff files. The home is to be commended for its efforts and improvements in this area. The home has also put significant resources into ensuring that its in-house system of training is fully up to date. Evidence of staff induction and supervision was seen. Each member of staff has their current training recorded and clearly displayed on the office notice boards. As mentioned before significant investment in advanced specialist training has benefited both the staff and residents of the home. Oliver Court DS0000065549.V358999.R01.S.doc Version 5.2 Page 22 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 are: 37. 38. 39. 40. 41. 42. 43. Service users benefit from a well run home. Service users benefit from the ethos, leadership and management approach of the home. Service users are confident their views underpin all self-monitoring, review and development by the home. Service users’ rights and best interests are safeguarded by the home’s policies and procedures. Service users’ rights and best interests are safeguarded by the home’s record keeping policies and procedures. The health, safety and welfare of service users are promoted and protected. Service users benefit from competent and accountable management of the service. The Commission considers Standards 37, 39, and 42 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 37, 38, 39, 40 and 42 People who use the service experience excellent quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. The management and administration of the home is based on openness and respect. Effective quality assurance systems are in place and developed by a qualified and competent management team. EVIDENCE: An experienced manger runs the home with significant input from an extremely competent and appropriately trained deputy. These people work hard in conjunction with the homes proprietors to ensure an extremely high level of service outcomes for the people who use the service. All management systems inspected were found to be running effectively and professionally. Oliver Court DS0000065549.V358999.R01.S.doc Version 5.2 Page 23 Oliver Court has a uniquely open and positive atmosphere. The proprietors and managers of the home demonstrate consistent concern and commitment to the service that is provided there. This open and positive approach cascades throughout the staff team, all of whom were observed to operate to the highest standards of professional conduct. People living at the home and a visiting senior health care professional spoke highly of the progressive and inclusive ethos of the home. An independent person is commissioned annually to conduct a quality assurance survey with people who use the service. This years `report was of a better standard than last, and covered all aspects of the home in relation to the standards. The home will include access to this document on its new web site. The staff team work together with residents to review the home and its policies. The home has demonstrated through its annual quality assessment document submitted to the commission that it understands the significance and importance of self-regulation. The home has a comprehensive, straightforward policy and procedure document. The document had been reviewed in conjunction with residents since the last inspection. The home has significantly improved its Health and Safety practice since the last inspection. Mandatory training was found to be up to date. The home has made appropriate reports to the Commission in respect of any serious incidents that have occurred since the last inspection. Oliver Court DS0000065549.V358999.R01.S.doc Version 5.2 Page 24 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Adults 18-65 have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 3 2 4 3 X 4 3 5 4 INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 4 23 4 ENVIRONMENT Standard No Score 24 4 25 X 26 X 27 X 28 X 29 X 30 4 STAFFING Standard No Score 31 X 32 4 33 X 34 3 35 4 36 X CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 4 4 4 4 X LIFESTYLES Standard No Score 11 X 12 4 13 4 14 4 15 4 16 4 17 4 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 4 4 3 X 4 4 4 4 X 3 X Oliver Court DS0000065549.V358999.R01.S.doc Version 5.2 Page 25 Are there any outstanding requirements from the last inspection? NO STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations Oliver Court DS0000065549.V358999.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection Norfolk Area Office 3rd Floor Cavell House St. Crispins Road Norwich NR3 1YF National Enquiry Line: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI Oliver Court DS0000065549.V358999.R01.S.doc Version 5.2 Page 27 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!